Job Description

Job Overview:

We are seeking a dedicated Call Center Agent (Bilingual call center that handles both Arabic and English) to handle customer inquiries, requests, and complaints in a positive and effective manner. The ideal candidate will reflect our company’s branding and corporate image while adhering to approved quality standards.

Key Responsibilities:

• Respond promptly and accurately to incoming customer calls regarding inquiries, requests, and complaints, ensuring a positive image of the company.
• Provide detailed information about the company’s products and services, process travel bookings, modifications, and cancellations.
• Manage customer complaints of varying complexities, prioritize issues, and provide immediate solutions as necessary.
• Escalate unresolved complaints to the appropriate parties within the Contact Center or other divisions and follow up to ensure resolution.
• Promote the company’s products and services through cross-selling initiatives, including ancillary services, holiday packages, and loyalty programs, to meet monthly sales targets.
• Convert lead calls to Contact Center sales agents and field sales agents as needed, ensuring timely responses to customer inquiries.
• Support the Contact Center team in daily operations, fostering maximum productivity, flexibility, and cooperation.
• Achieve key performance indicators for customer satisfaction, including service levels, quality standards, and productivity metrics.
• Exhibit a willingness to learn new initiatives and methodologies that enhance overall performance.
• Perform additional responsibilities as assigned by the Line Manager/Supervisor.